Following the audit organised by ANACOM of the levels of quality of service provided by CTT - Correios de Portugal, S.A. (CTT), with regard to the 2011 period, and the study of actual mail traffic prepared by CTT with a view to updating the samples used for measuring the quality of non-priority and priority mail services, by determination of 12 December 2013 and after a prior hearing of the company, ANACOM has decided to approve and publish the report on the results of this oversight.
ANACOM also adopted a set of determinations and recommendations to improve CTT's system to monitor the indicators of quality of service and complaints handling system.
This part of the decision is made pursuant to the previous Basic Law for Postal Services (article 8, paragraph 7 and article 22, paragraph 3 of Law no. 102/99, of 26 July, as amended by Decree-Law no. 116/2003 of 12 June), according to which ANACOM is bound to control, independently of the universal service provider (CTT), the levels of quality of services actually provided, with the results of this control published in a report at least once a year. Likewise, ICP-ANACOM is bound to ensure that the universal service provider publishes information on the number of overall complaints and on the way in which these complaints were handled, together with the annual report on the verification of the levels of quality of service actually provided;
The same decision also defined the indicators to be measured and published by CTT under paragraphs 5 and 6 of article 41 of Law no. 17/2012 of 26 April (Postal Law in force as from 27 April 2012), according to which CTT, as universal service provider, is required:
i) to measure indicators on complaints received at least once a year, ICP-ANACOM being entitled to establish such indicators, rules and measurement methods, in a proportional, non-discriminatory and transparent manner (paragraph 5);
ii) to publish information on the number of complaints and the manner in which they have been dealt with, under terms to be established by ICP-ANACOM, without prejudice to other information to be determined by this authority (paragraph 6).
Consult:
- Levels of quality of service of CTT - 2011 https://www.anacom.pt/render.jsp?contentId=1185232
Related information on ANACOM's website:
- Audit of the levels of quality of service of CTT - 2011 https://www.anacom.pt/render.jsp?contentId=1168107
